Why Carly Kass Says ‘The Customer Isn’t Always Right’—And How That Grows Business Faster

In this episode:

From her start at a Waffle House in Maryland to managing high-end casinos and advising corporate leaders, Carly Kass has seen every side of customer service. Today, she’s reshaping how companies think about hospitality—beyond the restaurant or hotel space—and applying it to law firms, financial planners, and modern business teams.

 

You’ll discover:

• 💡 Why “The Customer Is Always Right” might be the most damaging phrase in business.

• 🧠 How to use empathy as a leadership tool that transforms customer and team relationships.

• 🎯 The difference between hospitality (what you do for someone) and service (what you do to someone).

• 🧩 Simple mindset shifts that help your team manage difficult clients without losing energy or authenticity.

• 💬 Why small, thoughtful gestures—like using someone’s name or offering a genuine smile—matter more than any marketing campaign.

• ⚙️ How proactive service builds trust and eliminates frustration before it ever happens.

 

Key Quote from Carly:

 

“Hospitality isn’t an industry—it’s a mindset. It’s how we make people feel seen, valued, and cared for in every interaction.”

 

Whether you lead a small team or a multi-location business, this episode will help you elevate the customer experience, strengthen your reputation, and grow your impact faster than ever.

If you're interested in this, you can reach Carly on LinkedIn: https://www.linkedin.com/in/carlykass